My husband, 9 month old daughter and I stayed at the Grand Georgian on the evenings of Dec 29th and Dec 30th, 2011.
We had a number of issues with our stay. Firstly, after the long drive our baby was upset and we wanted to get to our room quickly. With a baby, as you can imagine, you have a lot more baggage than usual. There were no luggage carts on the main level so the person at check-in told us to drive into the underground and there would some there. There were not any there either and my baby was getting increasingly upset. We went back to the main level and asked a different front desk person for help. She told us “they are obviously in use, ride the elevator to the various floors and maybe you will find one there”. I was appalled. We paid $350 per night to stay at the Grand Georgian which is more than we paid per night at the Fairmont in Hawaii which had outstanding service. The last thing I wanted to hear was to ride the elevator and find one ourselves. In the end, my husband ended up carrying everything up one-by-one.
Next to our room was a group of people that were hosting a party in their room. They had blaring music from 6:00pm to 11:30pm that was so loud through the walls that my baby was crying and none of us could sleep. We called “at your service” 3 times to complain about the noise. Each time they said that they would do something but nothing changed. Finally, at 11:30pm it stopped. Just when we had all fallen asleep, there was loud banging at the door. My husband ran down to see and there was no one there but there were people laughing heading to the elevator. It must have been the neighbours or someone else playing a joke by banging at our door. My baby daughter was hysterical by this point.
We also called around 10pm to find out how to close the curtains on the upper windows in our room. The girl that answered said that she had been there 6 months and that no one had ever asked her that before and she had no idea. She asked others that had also no idea. Finally, she offered to send someone to our room to search and figure it out. Since it was so late, we were in our pajamas and our baby was upset from the noise, we declined and my husband searched every switch himself and found it. We were surprised at the staff’s lack of knowledge regarding the rooms.
Due to all of the noise, our baby slept all morning the next day and we weren’t able to leave our room until almost 1:00pm. We went down to the lobby and asked to speak to a manager. He listened to our story and checked to see if the people in 423 were checked out. They were, so he assured us that the noise should end for our second night. He also said that due to all of our issues, he would adjust our account to make up for everything.
On the morning of Dec 31 we went to check-out. When we heard the amount outstanding, we were shocked as it was clear that no adjustment had been made as promised. We told Ben at the front desk the whole story and that the manager was supposed to make an adjustment. He said nothing had been done and there were no notes so went to ask another manager on duty. They didn’t know either but he believed our story so he personally made a 50% reduction on our first night’s stay. Ben’s help that morning was the only good service we had received the entire trip.
Our plan was to get away for a few days and relax. Unfortunately, this was not our experience. We would never return and we would not recommend Blue Mountain facilities to people that have very young families. For $350 per night, there should be at least bell boys to help families with their luggage. If we paid $100 per night, our expectations would be lower but the rates and lack of service are not aligned.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
